What is the benefit of having CCaaS?

What is the benefit of having CCaaS?

Call centers. We all know them, and many of us hate them. However, call centers play an integral part in modern business operations. They allow companies to address large amounts of queries in a quick amount of time, and usually at one centralized location.

Despite the importance of call centers, many centers are using outdated methods of dialing and receiving inbound and outbound calls. That’s where CCaaS comes in. CCaaS like many modern VoIP services, brings the power of cloud based systems to business phone services.

What is CCaaS?

Contact center as a service (CCaaS) is a service that allows call centers to reduce the need to purchase expensive and large quantities of telecom equipment by migrating to a cloud based call center system.

In some cases, companies might even be able to ditch their call center offices altogether.

What features do CCaaS systems have?

• Predictive dialing based on agent availability
• Customizable voice prompts and on-hold messages
• Agents can be on or off-site
• Real-time monitoring of agents and queues with both situational and scheduled reporting

These are some of the notable features incorporated into many CCaaS systems.

CCaaS Benefits

Now, we have spoken about what CCaaS is, and what features it has, but what about its benefits? Well, one of its biggest features is agents can work on-site or remote. The benefit of this is it provides businesses the flexibility to have agents (in theory) anywhere they want. As mentioned previously, some businesses are ditching their call center offices entirely by adopting a CCaaS system since agents can be remote.

Secondly, another benefit of CCaaS is how it can be integrated. Should a company chose, many CCaaS systems can be configured to work with their existing CRM systems and databases. Also, since CCaaS is cloud based, companies can utilize the existing equipment they already posses.

Lastly, CCaaS has great call center management features. Customizable voice prompts and on-hold messages allow businesses to tailor these message to their needs. Additionally, the predictive dialing and monitoring features assist with managing call center volume as well as call center agents.

Ending Thoughts

In all, we’ve discussed all of the nuances of CCaaS and how they benefit call centers. CCaaS systems bring the power of cloud computing to call centers through their rich features. At the end of the day; CCaaS matters because its a tool to bring call centers up to date, provide seamless integration with their existing systems, and can be customized to fit their specific needs. Call centers will never be the most interesting topic to talk about, but whether we like it or not they are important and they’re here to stay.